Category: Contribution

Key Point: People change behavior based on social interactions NOT because of some pay or performance system. Speaking as a former Chief People Officer, I think too many Human Resource (HR) professionals screw things up with good intentions, by pandering to business leaders who want some “silver bullet” HR tool or system to do their work as LEADERS. When “bosses” don’t have the skill, will, or capability to inspire people to contribute in ways they want, they sometimes plead for HR to come up with that magical “talent performance system” or “ pay incentive plan,” so suddenly we might all snap to attention and behave just the way we are supposed to. By the way, how do you like to be “performance managed?” And don’t you like the idea that because someone “drops a few more pellets,” you and I will somehow jump up like a lab rat to behave differently? (Don’t get me wrong… I like to make lots of money. However, no pay system, however it’s designed, is going to be the prime driver for what I do and stand for).

As leaders, our job is to create a culture, a “social construct” in which people can embed themselves. Being part of that culture needs to become far more important than any punishments or rewards an employee gets. Being a member of the group becomes an end in itself. If you’ve ever been part of a team or group that you deeply care about, you know what I’m talking about. It’s about the gratifying connection of being in a band of sisters and brothers, working towards a meaningful purpose, and never wanting to let each other down.

Jason Korman, the co-founder and CEO of Gapingvoid (an innovative and leading culture design firm), describes culture as a social construct. Ben Hardy, an organization/industrial psychologist, writes about Korman’s views in a great Huffington Post article. The following captures some key points I fully resonate with:

“Change doesn’t happen through training or rewards, Korman argues, it happens socially. Rather than raises, being a part of THIS TEAM is how an employee will gain a deep sense of meaning, purpose, and connection in their life. Thus, according to Korman, leaders need to move their way up Maslow’s Hierarchy of Needs, and stop focusing on the base needs. Move up to the esteem needs, the needs for connection, and ultimately self-actualization, which can and should happen as a member of the in-group or social culture. Getting people embedded into the social construct.

So how do you get people embedded in such cultures? If you look at organizations like Zappos, when you become a member you become a ‘Zapponian.’

In other words, a person needs to tie their identity to the group. There needs to rituals and relics. There must be buy-in to the shared beliefs and behaviors that are part of the in-group. There needs to be deep connection-making happening, where people in the group learn from each other, become comfortable with each other, and develop trust. It’s not about punishments and rewards. Once a person is experiencing deep meaning and purpose from being a member of the community, their performance will naturally rise. In other words, once a person is experiencing deep connection and purpose from being a part of something bigger than themselves, you won’t be able to stop them from performing. Why? Because company outcomes will become EMOTIONAL. It won’t be about not getting a raise if an organizational outcome isn’t hit. It will be about the group not fulfilling its mission. When such is the case, good luck stopping people from working until the results happen. When organizations can create true social cultures, wherein their employees experience a deep of meaning and purpose, and thus org outcomes become EMOTIONAL, then clients and customers will become very happy and business will become highly profitable.”

And yes, HR systems can really help. However, they need to help with attractive “pull” rather than “command” push. Advanced HR leaders know this and design accordingly.

Personal Leadership Moves:

Do you know what and how to grow a great culture? Or do you think it’s just kinda topical to talk about it? How would you go about doing it? Could you outline your leadership construct for doing so ?

If you want to add a cultural framework to your leadership practice, understand how to create incredible purpose that advances humankind and and an environment that emotionally connects people towards travelling to that never-end. It’s hard to do and yet magical when the movement becomes a wave with its own energy system.

I’ve offered our 8 ingredient system for building a great culture . Let me know if you want it and I will share it. If you want me to personally present it to your team or company, as ATB’s Chief Evangelist, I would be happy to do so on a Google Hangout on Air or Google Meet. Send the request to my EA, Kalbert@atb.com. Your investment is to join in serious conversation and make a modest charitable donation through our giving vehicle, ATB Cares. ATB is committed to making banking work for people AND wherever invited, we openly share the learnings of our imperfect journey to help organizations develop more meaningful and adaptive cultures.

Culture in Personal Leadership,

Lorne

One Millennial View: This seems spot on. As stated above, anyone who’s been part of a team they care about knows that it’s much more about performing to better the outcome for everyone than just one self. That’s why good coaches condemn selfishness. But also, more “wins” for the team at large should also equal more personal victories. So essentially, being an unselfish team player is how you earn the best results for yourself.

Key Point: Getting to results is what we are all after. We want to see progress in ourselves, others and the organizations we are part of. The manifestation to the desired outcomes has a defined process. Some people call this framework a “change or transformation system.” Whatever we label it, the integrity of the flow is important. Follow all the steps in a linear although likely iterative fashion. It’s a system.

The most truly transformative processes start with an idea or thought. Once we can articulate that notion, we need to attach a personal feeling to it. If we can’t feel it then the personal emotional connection is missing. Establishing feeling leads to the visualization of what the thought or idea literally looks like. This is the process of giving your idea/feeling more form and substance. This sensual description (taste , smell , sound , etc). of what you want to achieve in a desired future state ideally leads to clear goals or objectives. The vision, feelings, and idea, then begins to take shape in the form of objective specificity. What do we need to accomplish to achieve the “vision?” Now, we can make tactical , who does “what,” “by when,” commitments. And of course, making and delivering on the plan concludes with great results and MAKES the IDEA come true. As with much of what I write about, it is literally that simple AND that hard.

It is also important to think BIG and be BIG in a confident and humble way. There are creators and builders in the world that have audacious beliefs and that’s when things of substance really happen. Do not be afraid to throw yourself into a dilemma that will advance humankind. That’s where the most interesting creation is often sparked. Often, the right people and resources show up at the right time. Timid action based on fear often turns people towards scarcity thinking. They prefer to tear things down and get trapped in “no” thinking. These negative people are so much fun to hang with, aren’t they? We know they suck the life out of us. Have the courage to move away from them in your life.

Personal Leadership Moves:

You need to embrace a “think big and make it happen” mindset. While “thinking big,” it is reasonable to start small. START NOW. Five years from now you will be amazed how far you’ve progressed.

Look for people who are multipliers. Hanging out with them will help you grow in every way. They bring joy, new ideas and help you appreciate the beauty in risk.

Manage your precious resources of time, energy, and talent with intentionality. This is your self management system. Follow the manifestation steps noted in the body of my blog above. If you miss a step you likely will have to pivot or restart.

Making it so in Personal Leadership,

Your multiplier, Lorne

One Millennial View: This is a great lesson for us Millennials, especially when it comes down to who we surround ourselves with. Be picky about who you build professional and personal relationships with, and make sure they’re the multipliers you want to be associated with.

Key Point: There is a view that there are few things that one cannot recover from: One is a moment that has passed, and of course another is time that has gone. These maxims are worth reflecting on.

On Wednesday of this week, I was invited to speak to the college football team I played for 46 years ago. It was a players’ only event sponsored by the team captains. No coaches were allowed, and I was invited as a “distinguished” alumni. They had just finished a very long day of team building, and 80 vibrant young men were chowing down on hotdogs and burgers. What could I say to them that might have any value or interest?

I began my talk by challenging each of them on the notion that this was their moment and time; individually and collectively. There would be no other 2017 team. This moment and time was exclusively theirs to define the “brand” of the 2017 team – and it would last forever. This involves much more that the win/loss record. Yes, winning is important, but it is not everything. What would define the kind of team they would be? Just as importantly, what kind of team would they not be? The choice was totally theirs to make. Of course, coaching and the playbook/program are crucial. However, much of the team’s results and brand would be solely defined by the choice and action of the 80 men in front of me.

On Thursday, I spent my time with 115 of our new hires at the company I work for, introducing them to our purpose and values. While the context is different, the overall challenge is very much the same. What will they do individually and collectively to advance our brand and be part of a winning team? The moment and time is also wholly theirs as they define their contribution and legacy.

Too often we paddle through life without pausing to intentionally capture the moment and time. Life slips by us faster than we realize. Before we know it, if we are fortunate, we are in front of younger generations in our advancing years, reminding them of the choices and moment/time they have.

Character Moves:

Be conscious of every key moment and time. Be intentional. Neither can be reclaimed.

Moment and time in The Triangle,

– Lorne

One Millennial View: It’s almost like this should be a subject taught in high school. Millennials often make excuses for how fast our weeks blow by when we’re routinely doing this-and-that. We say, “30 is the new 20,” and “you’re only as old as how you feel.” That could have hints of truth, but, if we’re being honest, maximum time optimization is not always utilized. Maybe there should be an App that only lets you set your alarm for the next morning if you write down a daily experience that some bots deem worthy of reflecting on.

Key Point: Every role and job in every organization is vital. There is no room for what I call “just a” type jobs. Of course, some jobs pay better than others for a variety of reasons. However, from a company’s “brand” perspective, every job counts big time.

Many of my readers know I work in the financial services sector. In our retail business, we have a frontline customer-facing position called a CSR (Customer Service Rep). When we first held Culture Days (our on-boarding event for new hires), as people introduced themselves, some might say, “I’m JUST a CSR.” As the exec sponsor and facilitator, I would politely intervene; asking the CSR to take out “just a.” Why? This position creates the brand impression for our company due to the number of customers they touch each day and every minute. It is an essential and vital role! You and I see this at other workplaces daily. For example: The coffee barista, bus driver, receptionist, call center person, flight attendant, waiter, etc. Regardless of what companies advertise as their brand, the real brand “smell test” starts when we interact with the frontline customer-facing folks. How could we afford to have anyone of these people see himself or herself in “just a” job?

I remember when I first became the Chief People Officer of the company in 2012, and attended one our prescheduled on-boarding sessions. I sat down at a random table for lunch, and asked people why they joined the company. The very first response came from a CSR and it was, “my mom wanted me out of the house.” “Holy cow” is the politest response that immediately came to mind. I had to squeeze hard to keep my inner voice under control. If this is how we recruit for our customer facing positions, we had huge work to do. And we did. As a result, we are at a much better and different spot today. Every role is vital, and direct customer-facing ones, even more so.

Character Moves:

As a leader, it is your job to make sure every role is a vital one based on the impact to customers and other teammates. Ban “just a” jobs. Help every person in every role connect to the organization’s purpose.

As a team member, you also have a responsibility to connect to your company’s purpose and to act as if you matter… Because you do. Think big. Be big. Do not “mail it in,” as the saying goes.

Have the highest standards of recruiting for every position including “dishwasher.” Do not let anyone in just to fill for “just a” job. Unless, of course, you do not care about your brand.

No “just a’s” in The Triangle,

Lorne

One Millennial View: I’m sure some Millennials might be told by peers or even society that their position is “just a” job. You can see how that’d be an easy mindset to trap yourself in, especially if you’re still searching for a position that fully utilizes your earned skillsets, or find yourself between jobs and needing to pay bills with work you’re overqualified for. But, I suppose that’s when you have to lend a nice middle-finger to anyone who tries to knock you down a peg, and believe that anything you do that (legally) keeps the lights on is something to find pride in.

Key Point: Some leaders are just lousy at sharing winning situations. And the higher they get in terms of position, the more scarce-minded they can become. These same leaders are often first class at laying blame at your feet if things aren’t going well. Or, they like to play it both ways; there to confirm how they were behind you if you win, but ready to abandon you if things go wrong. That strategy is often part of what’s helped them survive corporate politics. Ultimately, if someone is too “successful,” they need to show who’s boss. They can even become petty when they feel threatened, and will put you down in subtle or not so subtle ways. They have to be “alpha.”

The leaders I admire most and genuinely inspire me, generously give and share recognition for winning situations and ideas. They pay attention to catalysts; people who spark an idea that becomes a big thing. They understand that success has many authors, while failure is orphaned. And, who steps up to accept team or individual failure? It’s the strong and giving leader. They have the confidence to accept full responsibility, and give their teams or individuals necessary air cover. It’s leaders like that who become revered. Why? Because you can’t B.S. the troops. The team sees all and knows who contributes what. And they love transparent, authentic, genuine people in charge. Scarce-minded leaders often unknowingly become addicted to adulation and counter intuitively seem to become more and more convinced that their glorified success is almost exclusively of their own self-made brilliance. Their ego starts believing in their “press release.” Knowingly or unknowingly, they surround themselves with “yes people” and “adoring fans.” They also do not realize it’s the beginning of their demise.

In your career, recognize that often the depth and specifics of your contributions will go unnoticed and/or be under appreciated. Even though you deserve “credit,” or at least a tip of the hat acknowledgement, it may not come. In fact, historians may rewrite the story of what really happened in ways that fully underrepresent the value you bring. As hard as this is to accept, it is likely to happen more than once. How you reframe these circumstances is very important. If not, it is easy to feel under appreciated, and eventually, even bitter.

Character Moves:

The most important validation of your contribution has to mostly come from you. Be honest and generous with yourself. Celebrate your many wins. Try not to be too disappointed when others swoop in to take or leverage your ideas as their own. You (and most often, the important people around you) know very well the contribution you’ve made. Relish that.

Be known as a generous giver and person who expands and shares the slices of the pie. Cover hard for your team if you happen to have a screw up. You and they, as I often note are, “very much worth it.”

No takers in The Triangle,

– Lorne

One Millennial View: I love the honesty in this. It’s not only ok that acknowledgement will often not come. For me, it’s very ok. You know what feels better than a “good job” from the big boss? Looking at your equals and knowing they know darn well who’s performing, who’s not, and then moving forward to get better and accomplish more. If we want to get “really Millennial” about this, how about this analogy? No one’s thrilled with the person who takes a gym selfie and posts it online for “likes.” But everyone is encouraged to appreciate their own results and have enough confidence to realize people notice, even if no one says anything.

Key Point: “I feel overwhelmed, I just don’t have time to do all that is expected of me…” That phrase or facsimile, is a common mantra in today’s corporate life (or just plain life in general). This capacity issue is often accompanied by a “keeping my fingers crossed” hope or expectation that somehow this situation is going to change for the better. However, most of us know that is NOT true. Certain times are slightly less hectic than others, for sure. However, we are one inevitable crises or new priority away from that feeling of being crushed by expectations. We feel this because it is very real. There is way more to do than time available in both our professional and personal lives. Our common ingredient is the 24 hours available to each of us daily. The new reality is that technology has redefined available options to manage our time, and that has both freed us up and/or enslaved us depending on choices we make.

Most of us will never experience the perfect level of contributions made versus time allotted. Yes, we might become reclusive and even a hermit so that time and capacity become severely narrowed. But that is not the path and likelihood for most of us. Everywhere we look there is more to do: One more email to respond to, podcast to listen to, book to read, initiative to start or complete, child to help, friend to visit, yard to maintain, car to clean, parent to be cared for, diet to go on, etc. etc. Aaaaaaghh… Enough! It can make many of us want to run away and literally escape, or more and more “pause,” through the vehicle of mood modifying substances like drugs and booze.

The wonderful side of this situation is some level of increased autonomy. And of course, that level of freedom to choose is different for each of us. It’s a very personal matter because each of our circumstances is unique. The one thing we know for sure is that we have to look after ourselves first. We become incapacitated when we get totally burnt out, and that diminishes our ability to help anyone. The hard thing about being in control is to take control. We have to make choices, and as a result NOT everyone is going to be happy with or even like us all the time. We have to thoughtfully declare and consciously choose to do “this” and NOT do “that.” The front-end filter has to be our personal well-being, not because we’re selfish narcissists, but because if we go down, everyone loses more.

So, I do not believe we have a capacity crises in the workplace. Let’s agree for the rest of our lives there will be an overwhelming amount of “should of’s” and “could of’s” at work and in our personal lives. What we DO have, I believe, is a crisis of personal confidence regarding being able to make hard choices. This includes embracing a mindset of being self-accountable enough to choose AND NOT beat ourselves up because of judgment based imperfection. Yup, sometimes a project gets delayed because another one takes precedent. Yes, sometimes the house doesn’t get vacuumed on Saturday. And yeah, sometimes instead of that email, it’s a call to children or grandchildren. Some thing and unfortunately someone is going to get left a little behind. That one person, however, cannot be you or me. Have the courage to accept that and the consequences. You’re worth it.

Character Moves:

Learn how to make your agenda the one that drives your day (of course, this involves where you choose to intersect with others).

Have a way to choose what is most important and for what reason. This is why your personal purpose and stated values are so necessary. Apply other choice filters that are uniquely yours.

Embrace and recognize that not everyone is going to be happy with you and accept the consequences.

Stop saying you do not have “enough time.” Of course you do. You consciously or unconsciously made other choices. You just can’t do it all. Most times, our decisions aren’t fatal. We can recover. This is how we learn to make better ones over time. And for some of us, we have to repeat a few times too. That’s how we progress.

Choosing in The Triangle,

– Lorne

One Millennial View: It’s nice to hear Millennials be honest and popularize the phrase “everyone’s busy until they don’t want to be.” Usually it applies to dating life because “too busy” is such a common excuse, and no one wants to be rude enough to say “look, I just don’t feel like making time for YOU.” But this applies to all aspects of life. It’s ok that we have to prioritize and sometimes decide not to do or follow up with certain things or people. Notice how we still have time to make that gym session, or watch “The Bachelor” with friends. Let’s just hope we’re choosing the most productive activities and best company to fill our calendars up with. Like it says above, we’re worth it.